At a Glance
- Tasks: Engage with customers via calls, chat, and email to resolve banking queries.
- Company: Zopa Bank is revolutionising finance by prioritising customer needs and experiences.
- Benefits: Enjoy hybrid working, flexible hours, and the option to work abroad for 120 days a year!
- Other info: Be part of a diverse team in a vibrant new headquarters in Canary Wharf by 2025.
- Why this job: Join a top-rated workplace that values creativity, collaboration, and making a real impact.
- Qualifications: Strong communication skills and a passion for delivering exceptional customer service are essential.
The predicted salary is between 28800 - 48000 £ per year.
Join to apply for the Customer Service Specialist (Hybrid) role at Zopa Bank
Join to apply for the Customer Service Specialist (Hybrid) role at Zopa Bank
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Hello there. We’re Zopa.
We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and we launched Zopa Bank. A bank that listens to what our customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre — we’ve built a business that empowers everyone to aim high, every day, to move finance forward. Find out more about our fantastic offerings at Zopa.com !
Our Story
Hello there. We’re Zopa.
We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and we launched Zopa Bank. A bank that listens to what our customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre — we’ve built a business that empowers everyone to aim high, every day, to move finance forward. Find out more about our fantastic offerings at Zopa.com !
We’re incredibly proud of our achievements and none of it would be possible without the amazing team here. It’s not just industry awards we’re winning, we’ve also been named in the top three UK’s Most Loved Workplaces.
If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa, so join us, and make it count. Want to see us in action? Follow us on Instagram @zopalife
As a Customer Service Specialist, you are customer-centric and a strong team player, with a collaborative approach that ensures the customer is always at the heart of everything you do. You can identify opportunities to improve the service we offer and make decisions aimed at creating an exceptional customer experience every time. Delivering first-call resolution by working closely with other areas and taking ownership of each customer interaction is essential to this role.
You will work 5 days out of 7, totalling 37.5 hours per week. The working pattern will consist of 7.5 hour shifts between 8 am and 8 pm, Monday to Friday, and you will work one weekend a month, 9 am – 5:30 pm.
This is a hybrid role. The team works in the office on Tuesdays and Thursdays.
A Day In The Life
- Answer a high volume of calls and interact with customers over live chat and email
- Deal with their day-to-day banking needs across a range of products and services, complex queries and provide a resolution on that first call
- Accurately investigate customer queries, raising with relevant parties, and escalate where needed
- Make sure service and customer demand is met to a high standard and within an agreed turn-around time - service level agreement (SLA)
- Participate in initiatives that help improve our customer service, processes, and procedures
- Liaise closely with other teams to advocate on behalf of customers
- Listen to customers personal circumstances to understand their requirements and provide personalised solutions where possible and consistently deliver good customer outcomes
- You’ll provide an exceptional customer service across a range of channels (telephony, chat, email) whilst working in a fast-paced busy contact centre
- You have excellent communication skills with the ability to work as part of a team
- You have the ability to maintain high levels of accuracy
- You are adaptable and have the ability to meet hanging priorities and customer demand
- You’re highly motivated and committed to achieve success for you and for the customer
- You are goal orientated and able to meet company goals to achieve important objectives
- You’re proactive and have the initiative to create frictionless customer journeys
- You take ownership for each customer, providing the best end to end experience to deliver the best customer outcome
- You are an expert in digital comms, embracing & assisting customers digitally using their own device or our online banking and mobile App
Towards the end of 2025 Zopa will be relocating to a brand-new headquarters at 20 Water Street in Canary Wharf. The 44,000 square foot workspace will foster collaboration and inspire creativity for our 900 employees amidst our 2025 growth blitz.
At Zopa we value flexible ways of working.
We value face-to-face collaboration and a good work-life balance. This hybrid role requires you to come to our London office 2-3 days a week.
You\'ll also have the option of working from abroad for up to 120 days a year!* But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one.
- Subject to having the right to work in the country of choice
Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.
Seniority level
Seniority level
Not Applicable
Employment type
Employment type
Full-time
Job function
Job function
OtherIndustries
Financial Services, IT Services and IT Consulting, and Banking
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#J-18808-LjbffrCustomer Service Specialist (Hybrid) in London employer: Zopa Bank
At Zopa Bank, we pride ourselves on being a forward-thinking employer that champions flexibility and collaboration. Our hybrid work model allows you to balance your professional and personal life while working in a vibrant environment that fosters creativity and innovation. With a commitment to diversity and inclusion, we empower our employees to thrive and grow, making Zopa an exceptional place to build a meaningful career in the heart of London.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Specialist (Hybrid) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Zopa Bank. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Zopa Bank before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Specialist (Hybrid) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Zopa Bank:Your cover letter is your chance to shine! Tell us why you want to work at Zopa Bank specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Zopa Bank!
How to prepare for a job interview at Zopa Bank
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
